Modernization of NTUC Income

What were the problem faced by income in this case? How were the problems resolved by the new digital system?

Referring to the Case Study, income faced a problems in their processing process of insurance due lack of flexibility and their process too tedious and paper-based. From the information given, Income using a variety of workforce in doing their processing starting with meeting agents until they distribute the policies to clients.Its will cause ofcollection schedule could introduce delays of two or three days. Income also faced a problems in their capital because costly in hardware and software maintenance. In 2002, they need to upgrade HP3000 mainframe that frequently breakdown but it’s took several month to restore the data loss if hardware got problem or crashes. In 1980s Income in-house IT Team develop one programmes called COBOL but always encountered frequent breakdown and caused temporarily interruptions. Other than that, their transaction processing for policy underwriting was still a batch process and information was not available to agents in real time. Other than that, Policy writing is in batch process and information was not available to agents and advisors as a result they loss the opportunity to cross-sell.

What types of information systems and business processes were used by Income before migrating to the fully digital system?

Before migrating to fully digital system, in 2002, Income used HP3000 mainframe that hosted the core insurance applications as well as the accounting and management information systems. In 1980s Income in-house IT Team develop one programmes called COBOL but always encountered frequent breakdown and caused temporarily interruptions. With regards to their business processes, Income does all the work manually. Other than that, their transaction processing for policy underwriting was still a batch process and information was not available to agents in real time.

Describe the Information System and IT Infrastructure at Income after they migrating to the fully digital system

In June 2003, income switched to the Java based eBaoLifeSystem from eBao Technology. Three sub-system are comprised which is policy Administration, Sales Management and Supplementary Resources. Income also decided to replace its entire IT Infrastructure which is more robust and architecture. Example are, equipped with scanners, Monitor, PC RAM be upgrade to 128MB, new hardware n software for application servers, web servers, and also installed a disk storage.

What benefits that Income reap from the new system 

Benefits that Income reap from the new system such as, High Productivity where the machines were always running and fully operational. Data also may transmitted immediately from datacentre to the backup machine and storage. Other than that, it more convenience due to Income moving to paperless environment. Where by, all document will be more secured and reliable. Additionally, it may support Agents, customer and broker through online. Also, enabled cross-selling of products & improvement of customer service

How well is Income prepare for the future. Are the problem describe likely to be repeated?

Income has continuously upgrade their software system according to the evolving of technology from paper based system to digital web-based system.  Income also ensured that their customers will always get the best service from them.